Library Officer: Customer Experience & Programs

National Library Board; Singapore; Hybrid; SGD 36,000 - 54,000; Full time

Benefits offered by this job

Hybrid work environment

Job summary

The National Library Board (NLB) in Singapore seeks a role-focused candidate to guide customers, promote library services, and supervise outsourced staff while delivering high-quality service. The position involves mobile frontline duties, event support, and shift work including weekends and public holidays.

You will be based at one of the public libraries, contributing to program delivery, customer engagement, and smooth library operations within a flexible hybrid work setup.

Qualifications

• Good customer service and engagement skills.
• Good communication and interpersonal skills.
• Ability to supervise staff in maintaining quality standards.
• Ability to adapt quickly to changes due to iterative nature of new services.
• Ability to work in a fast-paced and highly volatile environment and manage multiple priorities and stakeholders at the same time.
• Ability to carry out mobile frontline services e.g. roving in library branches.
• Ability to provide logistics support e.g. supporting library events.
• Candidate will be required to perform shift work and work on weekends and occasionally on public holidays.
• Please highlight any other skills that you might have for example, data analytics, design, etc.

Responsibilities

• Guide customers on library etiquette, and promote library collection and services.
• Provide physical and digital collection and service recommendations, engaging library patrons through programmes (like book displays, storytelling, tours, displays and roadshows).
• Provide quality customer service and maintaining excellent service standards (e.g. email queries, membership registrations, following up on customer service cases).
• Manage a team of outsourced staff and volunteers in delivering quality standards in their work e.g., Train and guide vendor staff on handling patron enquiries, customer service, collection maintenance criteria and procedures, user education on library facilities and services.
• Processing of library items that support collection development and maintenance.
• Ensure the facilities are well maintained to meet both operational and customers’ needs.
• Providing support in library operations such as compiling reports and statistics, crisis management, financial matters, incident management, systems and administrative support etc.
• Handle customer queries, issues and feedback according to service standards and standard processes.

Skills

Customer service

Communication

Supervising staff

Adaptability

Multitasking

Mobile frontline service

Logistics support

Job description

The National Library Board (NLB) in Singapore seeks a role-focused candidate to guide customers, promote library services, and supervise outsourced staff while delivering high-quality service. The position involves mobile frontline duties, event support, and shift work including weekends and public holidays.

You will be based at one of the public libraries, contributing to program delivery, customer engagement, and smooth library operations within a flexible hybrid work setup.